![In 1987, I sent a letter thanking @southwestair for an amazing flight experience. 17 days later I received this letter signed “Herb” (and an SWA gift).
12 years later, I worked for Southwest responding to Customer letters like the one I sent ️.
I learned many of the Experience Design concepts I teach in @xdmiamioh at @miamiuniversity while at SWA. This letter reminds me how service design can make people feel special when designers take the time to use care (and LUV).](https://dennischeatham.com/wp-content/uploads/2021/07/in-1987-i-sent-a-letter-thanking-@southwestair-for-an-amazing-flight-experience.-17-days-later-i-rec.jpg)
![](https://dennischeatham.com/wp-content/uploads/2021/07/in-1987-i-sent-a-letter-thanking-@southwestair-for-an-amazing-flight-experience.-17-days-later-i-rec.jpg)
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![](https://dennischeatham.com/wp-content/uploads/2021/07/in-1987-i-sent-a-letter-thanking-@southwestair-for-an-amazing-flight-experience.-17-days-later-i-rec-3.jpg)
![](https://dennischeatham.com/wp-content/uploads/2021/07/in-1987-i-sent-a-letter-thanking-@southwestair-for-an-amazing-flight-experience.-17-days-later-i-rec-4.jpg)
In 1987, I sent a letter thanking @southwestair for an amazing flight experience. 17 days later I received this letter signed “Herb” (and an SWA gift).
12 years later, I worked for Southwest responding to Customer letters like the one I sent ️.
I learned many of the Experience Design concepts I teach in @xdmiamioh at @miamiuniversity while at SWA. This letter reminds me how service design can make people feel special when designers take the time to use care (and LUV).
#customerexperience #experiencedesign #customerservice #southwestairlines